Joanne Roldan

Customer-focused and results-driven Customer Support Specialist and Operations Supervisor with 9+ years of experience in customer service across chat, email, and voice channels. Proven track record in team leadership, performance management, and service quality improvement. Highly skilled in Gorgias, Intercom, and Shopify, with strong problem-solving abilities and a passion for delivering excellent customer experiences while driving operational efficiency.

Customer Support Specialist II at Arbor Home (2025-01 – Present)

• Deliver high-quality customer support via email, chat, and phone, ensuring timely and accurate resolution of inquiries.
• Utilize Gorgias, Intercom, and Shopify to manage tickets, track customer interactions, and process orders efficiently.
• Maintain a high first-contact resolution rate while contributing to reduced response and handling times.
• Manage complex and escalated customer concerns with professionalism and empathy.
• Collaborate closely with product and operations teams to identify recurring issues and recommend workflow improvements.
• Participate in team training sessions and quality audits to continuously improve service standards.

Coach / Operations Supervisor at Foundever (2023-01 – 2025-12)

• Supervised and coached 24 customer support agents handling chat, email, and voice support.
• Ensured consistent adherence to KPIs, SLAs, and quality standards.
• Conducted regular coaching sessions, performance evaluations, and skills training to enhance agent effectiveness.
• Monitored live and recorded interactions for quality assurance, providing actionable feedback.
• Analyzed performance data and reports to identify trends and implement improvement strategies.
• Acted as escalation point for complex customer issues, ensuring swift and fair resolution.

Chat Customer Service Representative at Foundever (2016-02 – 2023-01)

• Provided real-time chat support for a high volume of customer inquiries.
• Resolved issues efficiently while maintaining a positive and professional tone.
• Accurately documented customer interactions, resolutions, and follow-ups.
• Consistently met or exceeded targets for response time, resolution rate, and customer satisfaction.

Customer Service Representative at Sutherland Global Services (2014-12 – 2015-12)

• Handled inbound customer inquiries via phone and email, delivering clear and accurate solutions.
• Built strong customer relationships through empathy, active listening, and professionalism.
• Maintained compliance with company policies and service standards.

Bachelor of Science in Secretarial Administration – Angeles University Foundation